IT Help Desk Specialit Level 2

Purpose

The Help Desk Technician – Level 2 helps BHC employees use reliable, secure technology services to support the organization’s work.

Position Summary

The Help Desk Technician – Level 2 provides advanced technical support to BHC employees. This role independently diagnoses and resolves complex endpoint, account, application, and connectivity issues; administers approved user and device settings; and coordinates escalations that require specialized or vendor support. The position also supports onboarding and offboarding, maintains technology asset records, and improves support documentation and service practices.

Essential Duties and Responsibilities

• Provide advanced user support: Respond to requests escalated from Level 1 or received through the ticketing system, email, phone, or in person. Assess business impact and urgency, set clear expectations, and keep users informed through resolution.
• Diagnose and resolve complex issues: Troubleshoot computers, operating systems, approved software, Google Workspace applications, printers, phones, peripherals, accounts, authentication, and network connectivity using a systematic approach.
• Administer approved access and configurations: Create, modify, and disable accounts; assign access according to approved requests and least-privilege practices; support multifactor authentication; and apply standard device, software, and security configurations.
• Manage incidents through resolution: Own assigned tickets, coordinate with internal technical resources and outside vendors, document tests and findings, communicate status, and confirm solutions with users before closing requests.
• Support endpoint deployment and lifecycle: Configure, test, repair, and prepare computers, phones, software, and peripherals. Coordinate warranty service, replacement, secure storage, and approved disposal as needed.
• Maintain accurate asset records: Track assignment, location, condition, asset tag, and lifecycle status for computers, phones, monitors, peripherals, software, licenses, and other technology. Conduct audits and document transfers.
• Contribute to service operations: Monitor recurring incidents, identify trends, and recommend practical improvements to workflows, configurations, equipment standards, and user guidance.
• Maintain support knowledge: Create and update knowledge-base articles, setup instructions, checklists, and troubleshooting records so support work is accurate, consistent, and reusable.
• Protect BHC information and systems: Follow privacy, information security, access-control, and acceptable-use requirements. Promptly report suspected security incidents, phishing, loss of equipment, or unauthorized access through established channels.
• Perform other related duties as assigned.

Minimum Required Qualifications

• Associate degree, technical coursework, or formal training in information technology or a related field.
• At least two years of experience in help desk, desktop support, or a related technical support role, or an equivalent combination of education and hands-on experience.
• Working knowledge of computer hardware and operating systems, Google Workspace applications and administration, user accounts, multifactor authentication, printers, mobile devices, and common network connectivity concepts.
• Demonstrated ability to troubleshoot complex issues methodically, prioritize work by impact and urgency, document actions accurately, and recognize when escalation is needed.
• Clear written and verbal communication skills and a patient, professional approach to supporting users with varied technical experience.
• Ability to manage multiple requests, handle equipment and asset records, protect confidential information, and follow established procedures.
• Ability to obtain a Google Workspace certification within six months of hire, if required by BHC.

Preferred Qualifications

• Experience with a ticketing system, asset-management tools, Google Workspace administration, directory or identity services, endpoint management, and remote-support tools.
• CompTIA A+, Google IT Support, Google Workspace, or a comparable technology certification.
• Experience supporting users in health care, behavioral health, or another privacy-sensitive environment.

BHC Core Competencies

• Awareness: Understand yourself and others.
• Judgment: Evaluate information and make decisions in complex situations.
• Adaptability: Learn, adjust, and stay effective through change.
• Connection: Communicate, collaborate, and build trust.

BHC Values

• Adaptability: We remain flexible, responsive, and resilient as the needs of our clients, team, and industry evolve.
• Collaboration: We foster strong partnerships and teamwork within and beyond the organization. We embrace learning and curiosity.
• Delivering Excellence: We set and achieve high standards and stay at the forefront of mental health in everything we do.
• Empathy: We put people first with kindness and understanding.
• Integrity: We uphold transparency, ethical practices, and accountability in our work.

Benefits

• Healthcare benefits, including dental, vision, short-term disability, and long-term disability.
• Retirement plan options.
• Paid time off and holidays.
• Supportive, collaborative team environment.
• Opportunities for advancement and leadership.

Confidentiality and Required Training

This position has access to confidential employee, applicant, benefit, health, financial, and organizational information. The employee must use such information only for authorized business purposes and protect it in accordance with applicable laws, professional standards, and BHC policies. Required training may include new-hire orientation, HIPAA and privacy, information security, compliance, HR-system training, and other role-specific training assigned by BHC.

Physical Demands and Work Environment

This position primarily involves computer and telephone work in a professional office or approved remote-work environment. The employee must be able to communicate verbally and in writing, use standard office technology, maintain concentration amid routine interruptions, and occasionally stand, walk, reach, bend, or lift and carry office materials weighing up to 20 pounds. Reasonable accommodations may be provided as required by applicable law.

Equal Employment Opportunity

BHC is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law. BHC provides reasonable accommodations during the application and hiring process as required by applicable law.

Employment Eligibility Verification

In accordance with legal requirements and company policies, successful candidates for this position must complete Form I-9, Employment Eligibility Verification, as part of BHC’s onboarding process.